Shipping & Delivery Policy

This policy outlines how SUPER SAVE LANKA (PVT) LTD manages pickup, transportation, and delivery for physical goods moved under the Colombo Mail brand. We partner exclusively with licensed airlines, integrators, and postal operators for international moves, and with vetted domestic carriers for movements within India.

1. Pickup scheduling

• Pickup slots are shared after payment confirmation or credit approval.
• Metro cities: same-day or next-day pickup; non-metro: within 24–48 hours subject to carrier coverage.
• Drivers verify pieces, weight, and packaging. Discrepancies are reconciled on-site using calibrated volumetric scanners.

2. Transit timelines

• Express parcels: 3–5 working days door-to-door for major corridors.
• Economy air freight: 6–10 working days including customs clearance.
• Ocean or surface consolidation: 15–35 days depending on the destination port.
• Timelines exclude delays caused by force majeure, customs inspections, or incorrect consignee details.

3. Customs & compliance

• We file declarations based on commercial invoices, packing lists, and product information provided by you. Misdeclaration by the shipper may result in penalties or seizure.
• Duties and taxes levied at destination are payable by the consignee unless the shipment is tagged DDP (Delivered Duty Paid) in writing.
• Restricted or prohibited commodities are accepted only after written approval along with mandatory permits.

4. Delivery attempts and proof

• Carriers make up to two free delivery attempts. Additional attempts or address changes may attract rerouting fees.
• Proof of delivery is captured through OTP, recipient signature, or geo-tagged photo and is shared in the dashboard.
• If the consignee refuses delivery, we coordinate return-to-origin at the shipper’s cost.

5. Tracking & communication

• Tracking links are emailed automatically once an airway bill is generated.
• Key milestones (pickup, export, customs clearance, out-for-delivery) trigger push notifications.
• For escalations, contact info@colombomail.lk or call (+94) 114 896 660. Live chat is available inside the dashboard for enterprise users.

6. Packaging & insurance

• Shippers must use export-ready packaging that withstands multi-leg handling.
• We offer optional cargo insurance. Without insurance, liability is capped as per our Terms & Conditions.
• Temperature-sensitive or fragile cargo requires prior intimation and specialized packing.

7. Service assurance

While we ensure timely handover to the selected carrier, SUPER SAVE LANKA (PVT) LTD is not responsible for delays arising after the shipment is in carrier custody. However, we remain your single point of contact for escalations, delivery proofs, or claim initiation.